Technical Support Customer Service

PROFESSIONAL SUMMARY

GEOVANNY ROSARIO

Phone: 646-***-****

Email: ************@*****.***

Highly skilled and dedicated IT professional with experience in network administration, technical troubleshooting, technical support, and customer service. Demonstrated ability to collaborate with cross-functional teams and stakeholders to drive data-driven decision-making and support organizational goals. Proficient in leveraging advanced technologies, data analytics, and industry best practices to optimize data management processes. Experienced in meeting deadlines and working under pressure, while maintaining a high degree of attention to detail and adaptability.

Address: Bronx, NY 10462

EDUCATION

WORK EXPERIENCE

New York City College of Technology, Brooklyn, NY Aug 2015 – May 2018

Associate of Computer Science

Field Advance Technical Specialist

CMIT Solutions of Stamford (MSP)-Connecticut Jan 2021 – Present

Leverage the AutoTask ticketing system and utilize the Screenconnect RMM agent to remotely access and troubleshoot client systems, resolving issues efficiently.

Perform patch management and configure firewalls, including SonicWall, Cisco, and Fortigate, and implement network configurations, including VLANs, password protocols, and port security measures.

Ensure seamless integration between On-prem Active Directory and Azure AD, allowing for efficient user management and authentication across platforms.

Administer Mobile Device Management (MDM) solutions, including Jump Cloud, Addigy, and Intune, to manage and secure mobile devices used by clients.

Execute security measures such as MFA to enhance the security of client systems and data and ensure compliance with industry-specific regulations such as HIPAA, CIS Controls, and GDPR.

Manage vital security initiatives, which involved deploying Single Sign-On (SSO) through Jump Cloud, integrating ABM/Addigy, implementing 22H2 patching, updating network security firmware, and rolling out MFA.

Provide expert-level technical support and troubleshooting to clients, leveraging advanced knowledge in profile migration and multi-factor authentication (MFA) solutions such as DUO, Lastpass, Microsoft, Google, and Authy.

Computer Technician

Barrister Global Services Network, Bronx, NY Mar 2015 – Jan 2021

Provided technical support to clients, resolving hardware and software issues for laptops and computers, and conducted network setup and troubleshooting for clients, ensuring reliable connectivity and efficient network performance.

Performed laptop and computer repair, including hardware replacement, software installation, and system optimization; conducted virus removal; and implemented security measures.

Served as an onsite support technician for a leading healthcare organization, providing technical assistance to healthcare professionals and staff members.

Managed the deployment of various devices, including desktops, laptops, tablets, and printers, ensuring proper configuration and functionality.

Troubleshot issues with Zebra printers; assisted with cable infrastructure installations, including Ethernet and data cabling, to support network connectivity and communication.

Jr Onsite Support Tech

Healthcare Leaders/Cerner, Valhalla, NY Jul 2020 – Dec 2020

Assisted with the installation, configuration, and troubleshooting of hardware and software components, including desktops, laptops, printers, and peripherals.

CORE COMPETENCIES

Technical Support

Cloud Security

Vulnerability Assessment

Firewall Configuration

Technical Troubleshooting

Network & System Administration

Technical Support

Technical Documentation

Cybersecurity

Cloud Computing

Database Management

Project Management

Quality Assurance

Hardware & Software Knowledge

Staff Training & Development

TECHNICAL SKILLS

Operating Systems:

Microsoft Windows, iOS

Network Technology Tools:

LAN, WAN, TCP/IP, VPN, DNS, DHCP

Cloud Platforms:

Microsoft Azure

Infrastructure Tools:

Active Directory, VMware, Microsoft Exchange, Citrix, SharePoint, Intune, Cisco Routers, Cisco ASA, Meraki

Telecommunications Tools:

VoIP, Avaya

Scripting & Automation Tools:

PowerShell

Security Tools:

RBAC (Role-Based Access Control), IDS (Intrusion Detection System), SIEM (Security Information and Event Management), QoS (Quality of Service)

MDM Solutions:

Jumpcloud, Addigy, Intune

Other Tools:

Microsoft Office, QuickBooks, Intune, Outlook, Google Suite, SharePoint,

Imaged diverse devices, configured training rooms, and established cable infrastructure.

Provided onsite technical support to healthcare professionals and staff members, ensuring optimal functioning of computer systems and applications.

Assisted with the management of user accounts, access permissions, and password resets in accordance with security protocols and compliance regulations.

Maintained accurate documentation of technical configurations, troubleshooting steps, and resolutions for future reference and knowledge sharing.

Administrative Assistant/Assistant Dispatcher

BCL Transportation, Jersey City, NJ Mar 2015 – Aug 2017

Provided administrative support to the transportation department, assisting with daily operations and ensuring smooth workflow.

Assisted with dispatching duties, coordinating the scheduling and routing of transportation vehicles and drivers.

Assisted in the creation and distribution of daily schedules, driver assignments, and route instructions to ensure efficient transportation operations.

Maintained inventory of office supplies, placing orders as needed, and ensuring availability for smooth office operations.

Handled customer complaints and concerns professionally, resolving issues promptly, and ensuring customer satisfaction.

Easy Tech Associate

Staples, Bronx, NY Feb 2012 – Jun 2015

Advised customers on a wide range of technological products and services, helping them make informed purchasing decisions based on their needs and preferences.

Provided exceptional customer service by actively listening to customer inquiries, addressing concerns, and offering appropriate solutions.

Conducted technical system diagnostics to identify and troubleshoot hardware and software issues.

Demonstrated product features and functionalities to customers, highlighting the benefits and advantages of various technological products.

Maintained accurate inventory records and replenished stock as needed to ensure the availability of products and accessories.

Creative Problem Solver

Relationship Building

Customer Service

Team Leadership

Strong Communication

Attention to Detail

Continuous Learning

SOFT SKILLS

REFERENCES

Available upon request

CERTIFICATIONS & COURSES

Microsoft MS 900 Oct 2023 – Present

Microsoft Certified: Azure Fundamentals Nov 2023 – Present

Microsoft Office Specialist Aug 2023 – Present

Introduction to Networking Dec 2020 – Present

Certificate in Microsoft Cybersecurity Analyst (Remote) Coursera

Microsoft Certified Security and Compliance Fundamentals

CompTIA A+ Course

CompTIA Network+ Course

CompTIA Security+ Course

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